Technical Support Lead

About Incision
At Incision (www.incision.care), our mission is to revolutionize surgical training and ensure that every patient receives the best possible care. We collaborate with surgical professionals and teams worldwide, sharing expertise through our award-winning e-learning platform, featuring 2D & 3D modules, augmented reality, and virtual reality applications.

Our Core Values

💙 Impact & Excellence: we strive for innovation and excellence in surgical education

📚 Learn, Grow, and Share: knowledge should be shared, and we help each other thrive

🤝 Teamwork Unleashed: we support, challenge, and celebrate each other’s success

About the Role

We are looking for a Tech Support Lead to take ownership of our technical support function and play a pivotal role in improving our software products. You’ll be the go-to person for resolving technical issues, supporting our user base, creating clear product documentation, and acting as a key bridge between the product, development, and support teams.

This role is based in Egypt, where our support team is located. You will collaborate closely with product owners based in Amsterdam, taking over a portion of their operational workload to ensure smoother product operations and enhanced user experience.

Your role:

• Take ownership of complex technical issues, becoming the go-to person for troubleshooting and solving problems that go beyond first-line support.

• Lead and support the Egypt-based customer support team, ensuring timely, helpful, and professional responses to our users.

• Create and maintain clear, user-friendly documentation that helps both our users and internal teams understand and use our products more effectively.

• Work closely with our product owners in Amsterdam, sharing insights from support to influence product improvements and offload operational tasks.

• Spot trends and recurring problems, helping us prevent future issues and optimize our workflows.

• Help us improve the way we support our users—whether that’s through better internal tools, smoother communication, or clearer documentation.

What You Bring 💪

• 3+ years of experience in technical support, software operations, or a similar role, preferably in a SaaS environment.

• Problem solver at heart, with a sharp eye for detail and a calm, methodical approach to diagnosing issues.

• Natural communicator who can explain complex technical topics in a clear and friendly way, both verbally and in writing.

• Proactive and self-driven, not waiting around for instructions and confident in taking initiative.

• Organized and structured, especially when writing documentation and managing multiple threads at once.

• Strong collaborator who enjoys working with cross-functional teams and views feedback as a tool for growth.

• Fluent in English and Arabic, comfortable working with remote teams across time zones.

• Experienced in mentoring others on the support team.

What We Offer

🚀 Make a Real Impact: help revolutionize surgical education worldwide!

🌍 International Team: join a diverse crew with 10+ nationalities.

📚 Learning & Development: access training, courses, and growth opportunities.

🏡 Hybrid Work Model: flexibility to work remotely.

📈 Career Growth: expand your skills in a fast-paced, innovative environment.

💻 Top-Notch Equipment: choose between Apple or Microsoft laptop, plus office monitor & tools.

💡 Inspiring Team: collaborate with medical professionals and cutting-edge innovators.!

🎉 Team & Social Events: regular gatherings to connect, learn, and have fun.

💰 Competitive Salary: get rewarded for your skills and expertise.

🚆 Travel Allowance: support for commuting costs.

🧠 Mental Health Support: access well-being resources through OpenUp.

👔 Casual Scale-Up Environment: work in a dynamic, fun, and inspiring atmosphere!

🌈 Diverse & Inclusive Workplace: be part of an open-minded, supportive culture where everyone is valued.